Zendesk Release Notes

This week's release notes include:

• Copilot
• AI Agents and Knowledge
• Messaging and live chat
• App Marketplace
• Products with no updates this week

Copilot

New:

• Auto assist now reacts to agent comments as long as the agent is a requester, and it treats them as end-users. This opens up employee service and other use cases in which both the requester and the assignee are agents.

AI Agents and Knowledge

New:

• You can now set visibility for showing users a list of suggested articles in the new request form. Setting visibility for suggested articles in the request form.

Fixed:

• Answer length settings for generative replies are now respected in the agent responses.

Messaging and live chat

New:

Chat to Messaging Migration

• Voluntary (self-serve) migration in messaging is now GA.
• The migration wizard adapts to each account's history to ensure data integrity:
  • For first-time migrations, users see a step-by-step walkthrough of the transition.
  • Legacy Reverts:
    • For accounts that migrated previously and then reverted, successful settings are preserved, and friction points from the previous attempt are resolved. Customers pick up where they left off.
    • Read more.

App Marketplace

New:

• Genesys Cloud Connector for Zendesk (Support)
  • Genesys Cloud Connector for Zendesk is a powerful, flexible, and easy-to-deploy solution that embeds advanced Genesys Cloud capabilities directly into your Zendesk environment, delivering a fluid experience for agents and a seamless journey for your customers. With features like screen-pop, automatic interaction data sync, click-to-dial, and an omnichannel experience, this integration is optimized for quick deployment and immediate time-to-value.
• Conduit AI (Support)
  • Conduit AI is the autonomous customer service platform that deploys AI agents to resolve tickets, not just deflect them, by grounding every response in your actual business data. AI agents handle inbound Zendesk tickets end-to-end across email, chat, SMS, WhatsApp, and voice. Agents sync with your knowledge base, CRMs, and internal tools to deliver accurate, context-aware responses, and when an agent can't resolve an issue, it escalates to a human while preserving the full conversation context in Zendesk.
• Fluents.ai (Support)
  • Fluents.ai is an AI-powered customer experience (CX) platform that unifies and automates inbound and outbound communications, enabling businesses to replace or augment their contact center with scalable, natural-sounding AI agents. View all active and recent AI-handled calls in real time, browse and manage your Fluents.ai agents from within Zendesk, create Zendesk tickets from call transcripts with one click, or automatically, view full conversation transcripts with iMessage-style formatting, and more.

Products with no updates this week

• Admin Center
• Support
• Voice
• AI agents - Advanced
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Copilot
• AI Agents and Knowledge
• Messaging and live chat
• App Marketplace
• Zendesk QA
• Products with no updates this week

Copilot

New:

• If auto assist uses similar tickets to generate a suggestion, then these similar tickets will show up in rationale under sources.
• Agent edits of auto assist's reply suggestions, as well as removals of actions suggested by auto assist, now show up in the ticket event log
• On the Intent page, it's now possible to see key metrics about how many tickets were automated with intents, how many intent conflicts you have, and how many new intent suggestions you have for your account.
• Increased the number of custom intents that are possible to create to 500.

AI Agents and Knowledge

New:

• Knowledge Blocks now support two outcomes: “Answer found” and “No answer found.” This allows you to define what should happen when no relevant answer is retrieved (for example, escalate, ask a follow-up question, or route to a fallback step). Existing procedures have been automatically migrated and continue to work as before—this enhancement simply adds more flexibility.
• The Knowledge Agent is now controlled through a new Knowledge Procedure, giving you full control over how knowledge-based responses are handled. You can now:
  • Add follow-up questions (“Did that answer your question?”)
  • Branch the conversation based on user responses
  • Trigger additional actions or flows
    By default, if no answer is found, the agent will fall back to your default reply (same behavior as before).
• Customers who want to run the Knowledge Builder again can go directly to the URL '/knowledge/generation/wizard' and generate more knowledge.
• The Knowledge Editor now allows up to 2,000 excluded terms instead of 300.

Fixed:

• Voice – Knowledge Agent access from procedures: Fixed an issue where the Knowledge Agent, when triggered from a procedure, could incorrectly respond that it could not access the knowledge base.
• Voice – Escalation audio overlap/race condition: Resolved edge cases where escalation audio could overlap with ongoing conversational responses, causing double or conflicting messages.

Messaging and live chat

New:

• The custom queues API is now live, enabling customers to retrieve queue metrics (Inbound and outbound traffic count, acceptance rate, queue wait time, and queue size) using the API for email, messaging, and talk channels.

App Marketplace

New:

• Flint AI Assistant (Support)
  • Flint AI Assistant is a native Zendesk Support app that gives agents an AI-powered copilot inside the ticket sidebar. It reads your help center articles, uploaded PDFs, and connected knowledge sources, then drafts accurate replies grounded in your documentation — not generic web results. Ask Flint a question from any ticket. It retrieves the most relevant articles using semantic search (RAG) and synthesizes a citable answer in seconds. Responses stream in real time.
• Convert to Internal by ZENCLAB (Support)
  • Convert to Internal by ZENCLAB is a simple, straightforward app that helps you save time. Stop manually converting public comments to internal notes — let the app do it for you. Set up a task in seconds: choose how often it runs, add filters if you like, and you're done. The app works quietly in the background while you focus on what matters. Or hit Run Now whenever you need an instant conversion.
• AI Customer Simulator (Support)
  • AI Customer Simulator turns your Zendesk training tickets into live practice scenarios. When an agent replies to a tagged training ticket, the AI responds as the customer — contextually, realistically, and with natural escalation patterns. Agents get real conversation practice. You get measurable training outcomes. No real customers involved.
• AI Ticket Generator (Support)
  • AI Ticket Generator reads your published Help Center articles and uses AI to generate believable inbound support tickets — complete with varied customer personas, writing styles, intents, and urgency levels. No more empty sandboxes. No more manually writing fake tickets. Just realistic test data that reflects your actual product and customers.
• Graphio.ai (Support)
  • Graphio.ai is a metadata-only analytics platform that predicts broken handoffs and cross-team misalignment before they cost you revenue. Graphio.ai analyzes API-enabled metadata from your existing systems to automatically identify misalignments among Sales, CS, Legal, Finance, Product, and Operations before deals stall, renewals fail, or contracts slip. Technically, it’s a Context-Change Graph AI that learns your company's blueprint for success. It tracks live performance against that map to predict, alert on, and repair dangerous deviations the moment they occur.
• PilotFlow Lite (Support)
  • PilotFlow Lite is a lightweight automation app designed to extend Zendesk's native capabilities with more flexible and practical rule-based workflows. With PilotFlow Lite, Zendesk admins can automatically assign tickets, apply tags, and add followers based on conditions that are not supported by default triggers. This includes rules based on requester email domains, number of open tickets per requester, ticket activity patterns, and more.
• Staircase AI (Support)
  • Staircase AI integrates with Zendesk to fetch support ticket information, including ticket volume, subjects, and comments. Once connected, Staircase AI pulls all new tickets created by your clients into the Activity tab, allowing you to see how many new tickets are opened each week and on what topics. This completes your view of account communications by adding your support channel alongside other relationship data, providing analysis such as sentiment, statistics, and insights while eliminating manual work.

Zendesk QA

New:

• Removed console warnings from app navigation for a cleaner console and better debugging experience.
• Disabled the evaluate button when reviews are from the shared pool. This prevents users from evaluating reviews not assigned to them.
• Hid dispute actions from the tasks view
• Added evaluations to activity notifications. Users now get notified about evaluation activities.
• Implemented count-based fetching for ticket retrieval, resulting in better performance when loading tickets.
• Allow score-only evaluations with an empty comment object. Users can now submit evaluations without comments when appropriate.

Fixed:

• QA no longer persists events for duplicate survey answers. This helps prevent data duplication.
• To help maintain accurate timestamps, QA now preserves answered_at when CSAT custom field overrides satisfaction rating.
• Return AccountUser and MonitorWorkspace for user detail and workspace API for more complete API responses for user and workspace data.

Products with no updates this week

• Admin Center
• Support
• Voice
• AI agents - Advanced
• Analytics
• Zendesk Workforce Management (WFM)

Original source

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Admin Center
• Voice
• AI Agents and Knowledge
• App Marketplace
• Zendesk QA
• Products with no updates this week

Admin Center

New:

• Existing Zendesk accounts (including trial accounts) can now optionally enforce a maximum session duration for team members. That means users will be automatically signed out after a specified period, regardless of activity.
• We're enhancing the protections across our registration and password reset pages to reduce spam attacks and protect our customers. These protections operate quietly in the background and will not interrupt normal use.

Fixed:

• Anonymous end users submitting requests through the help center must now verify their email address.

Voice

Fixed:

• Updated the call history menu in the usage charges tab so the Date/Time column now displays in PST.

AI Agents and Knowledge

New:

• The new article editor is now the default and only editor for creating and editing Knowledge articles. The legacy editor will be discontinued on April 17, 2026.

To support this transition and ensure continuity for articles created with different methods, we're introducing two new capabilities:

• Legacy article read-only mode: Articles created or last edited in the legacy editor will open with their content protected in read-only mode. A banner was added to the article editor, recommending that you preview your changes before saving and migrating to the current article editor. If you aren't happy with the previewed article, you can close without saving to retain the unmigrated article.
• API article read-only mode: Articles created or updated via the Articles API will open in read-only mode when accessed in the article editor, which protects articles managed programmatically. A banner was added to the article editor to notify you that any content you edit locally will be overwritten the next time the article is updated via the API.

App Marketplace

New:

• Sustentação Ops (Support)
  • Sustentação Ops is a powerful audit tool that analyzes your Zendesk instance in seconds. Identify license idleness and save resources. Find bottlenecks and operational inefficiencies. Improve your account's governance and security.
• Spam Recovery Pro (Support)
  • Spam Recovery Pro is an admin-level dashboard that empowers your support team to filter easily, manage, and bulk-recover tickets caught in the suspended queue due to unverified user routing restrictions. Operating directly in the global navigation bar, this app bypasses the native 100-ticket UI limit by utilizing safe API chunking. It includes dynamic, domain-specific filtering, allowing you to instantly isolate trusted senders and ensure that legitimate customer inquiries are quickly restored to your active views without triggering Zendesk's API rate limits.
• OpenLM Metrics (Support)
  • OpenLM Metrics is an app built with the Zendesk Apps Framework that provides agents with an instant analytics dashboard for OpenLM-tagged support tickets. This app eliminates manual reporting by surfacing global trends directly in the navigation bar, allowing agents to see whether a customer's issue is isolated or part of a broader technical trend.

Zendesk QA

New:

• Disabled the evaluate button when reviews are from the shared pool. This prevents users from evaluating reviews not assigned to them.
• Added evaluations to activity notifications. Users now get notified about evaluation activities.
• Implemented count-based fetching for ticket retrieval. This provides better performance when loading tickets.

Fixed:

• Removed console warnings from app navigation, resulting in a cleaner console and a better debugging experience.
• Hid dispute actions from the tasks view, resulting in a cleaner UI in the tasks section.
• Allow score-only evaluations with empty comment objects. Users can submit evaluations without comments when appropriate.
• Return AccountUser and MonitorWorkspace for user detail and workspace API. More complete API responses for user and workspace data.
• Preserve answered_at when CSAT custom field overrides satisfaction rating. Accurate timestamps are maintained.
• Do not persist events for duplicate answers. Prevents data duplication.

Products with no updates this week

• Copilot
• Support
• AI agents - Advanced
• Messaging and live chat
• Analytics
• Zendesk Workforce Management (WFM)

Original source

Check out what's new in the last month:

• Support
• AI agents
• Copilot
• Agent Workspace
• Objects and business rules
• People
• Knowledge
• Messaging
• Security
• Analytics
• Employee services
• Workforce management
• Developers
• Notable content

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• Omnichannel routing can now route ended calls as email tickets. You can use the Set routing channel ticket trigger action to change the routing channel for completed calls to email. Additionally, a Routing channel ticket trigger condition makes it possible to act on tickets based on their routing channel rather than just the channel it is originally received through. See Ticket trigger conditions and actions reference.
• AI translation support for outgoing messages on all async ticket channels, including email, web form, and API. A consolidated translation engine is used for both incoming and outgoing messages on async ticket conversation channels. See Understanding conversation translation.

AI agents

• (Advanced) Client admins can now delete advanced AI agents themselves. This gives you more control over your AI agent environment and reduces the need to contact Zendesk customer support. See Deleting an AI agent.
• (Advanced) Client admins can configure a specific user to be used as the sender of any AI agent email responses. This change affects only the user shown in the ticket view in Agent Workspace. Customers still receive emails from the configured brand name and support address. See Configuring the sender of advanced AI agent email responses.
• (Advanced) A new Conversation journey tab in the reporting dashboard visualizes the conversation flows between customers and your advanced AI agents. This helps you improve knowledge to reduce escalations, reduce steps required to deflect issues, replicate successful conversation paths, and report on use cases with the highest automation success. See Conversation journey tab.
• (Advanced) Going forward, newly created users with the Admin role for Support will have the Client admin role for AI agents by default. This eliminates manual work required by account owners to set up AI agent access for team members. See Managing access to the AI agents - Advanced add-on.

Copilot

• Copilot offers AI-based recommendations for omnichannel routing configurations. There are 21 routing recommendation types in Admin Center, covering all aspects of omnichannel routing setup and advanced optimizations. Admins can filter recommendations by type for easier access. See Optimizing workflows, tasks, and routing with AI recommendations.
• Group-level permissions are available for the Copilot ticket summarization feature. This lets you assign permission to this feature by group, ensuring that the right people have the right tools at the right time. See Turning on and configuring AI-generated ticket summaries.

Objects and business rules

• Brand-based filtering of custom object records and access rules make it possible to restrict user access based on brand association. This helps admins control agent access to custom data across multiple brands. See Filtering a lookup relationship field's options and Using access rules to restrict access by brand.
• Version management now supports capacity rules for omnichannel routing. That means capacity rules can be replicated, inspected, saved in snapshots, compared, and deployed across Zendesk environments. See Inspecting sandbox and production account configurations.

People

• A new custom role permission on Enterprise allows agents to manage other team members, with options to view only or to create, edit, delete, or reassign team members. These permissions enable team management delegation without admin roles. See Permissions that agents in custom roles can have.
• Zendesk now checks for expired passwords before prompting for two-factor authentication (2FA), enhancing security and simplifying the user experience. Users must update expired passwords before completing 2FA during sign-in. See Announcing a new sign-in flow that checks expired passwords before two-factor authentication.

Knowledge

• Select knowledge features that were previously restricted to either the Copilot add-on or Enterprise plans are now available to all Suite and Knowledge plans. Specifically, generative AI writing tools and AI translation for articles no longer require the Copilot add-on. Help center federated search, subsections in help center, and article multiplacement are no longer restricted to Enterprise plans.
• Generative search and quick answers have been updated to use the same retrieval-augmented generation (RAG) system as AI agents. This change improves the accuracy, consistency, and relevance of AI-generated responses across help center and Agent Workspace.

Messaging

• End users can now end their own sessions in the messaging Web Widget. This feature enhances user control, reduces unnecessary follow-ups, and improves operational efficiency. It is turned off by default, but admins can turn it on. See Allowing end users to end messaging sessions.
• The "Generated by AI" disclosure redesign in the messaging Web Widget reduces visual clutter by moving the AI disclosure from a per-message footer to a single label on the AI agent name per group of messages. This update keeps disclosures clear and compliant without distracting from the conversation.
• The names of agents who end messaging sessions are now captured and displayed in the ticket event log. This update improves accountability, quality assurance, and investigation of session-ending behavior. See End session capability.

Security

• All accounts can optionally enforce a maximum session duration for team members, which means that, regardless of activity, users will be forced to sign out after a specified period of time. See Setting session timeout for users.

Analytics

• The real time monitoring dashboards have new reports, filters, and visualizations, including SLA status tabs for standard and custom queues, brand and group views, percentile visualizations, a ticket progress queue filter, and the ability to display inactive values in filters. See About real time monitoring dashboards.
• The AI agents - essential tab has been added to the Zendesk AI: AI agents analytics dashboard, providing key metrics on conversations, escalations, customer satisfaction, and content references to help optimize AI support performance. See Analyzing activity for AI agents - Essential.

Employee Services

• Task lists are generally available. Defined by admins for common types of tickets, agents can add task lists to their tickets to help ensure they take all of the necessary actions to solve the request. See Creating task lists to help agents solve tickets.
• Organizing your services into categories in your service catalog makes it easier for employees to find and request the services they need, while also simplifying the admin experience of managing the services in the service catalog. See Creating and managing categories for your service catalog.
• The Approval Requests API makes it possible to create and monitor approval requests programmatically, enhancing control and enabling more extensible workflows, improved reporting, and third-party integrations. See Approval Requests API.
• Admins can decide whether to allow end users to approve approval requests. This provides more control over approval workflows by limiting approvers to agents or groups if desired. See Turning on and configuring approval requests.
• The Okta and Microsoft Entra connectors for action builder are designed to automate critical identity and access management tasks across the employee lifecycle and streamline employee service and IT service management workflows. See Using Okta actions in action flows and Using Microsoft Entra ID actions in action flows.

Workforce management

• Improved time off reporting and management in Workforce Management (WFM). Full-day time off now maps to scheduled shifts instead of a flat 24-hour block. Additionally, a new billable hours metric reflects paid time off minus unpaid portions. Time off is aligned with agents' assigned location time zones, improving accuracy and consistency in reporting. See Managing agents' time off requests and Requesting time off.
• Combined workstreams in Zendesk Workforce Management (WFM) allow merging multiple workstreams into one for scheduling. Admins can schedule agents across combined workstreams, such as Voice and Tickets, simultaneously. This optimizes resource allocation, improves multitasking support, and enhances adherence tracking. See Creating combined workstreams.

Developers

• The Custom Queues API provides detailed, channel-specific queue metrics across email, messaging, and voice channels, enabling rich, customized reporting and operational optimization. It offers metrics like acceptance rate, queue size, traffic counts, and wait times, with flexible filtering and 90-day historical data access. See Queue Events API documentation.
• The Approval Requests API makes it possible to create and monitor approval requests programmatically, enhancing control and enabling more extensible workflows, improved reporting, and third-party integrations. See Approval Requests API.

Notable content

• Use the Agent Home Solutions Guide to get the most out of Agent Home. When configured properly, Agent Home enables you to leverage your agents' visibility into their own work assignments. With your agents and AI managing the front-line assignments, it frees you up to have a broader, high-level overview of how Zendesk is working for you. See Agent Home Solutions Guide to optimize ticket workflow.

Original source

This week's release notes include:

• Admin Center
• Copilot
• App Marketplace
• Zendesk QA
• Products with no updates this week

Admin Center

New

• The options for team member session expiration now allow at most eight hours. The options for 10 hrs, 12 hrs, 24 hrs, one week, and two weeks have been removed. If you're currently using one of the removed options, you can continue using it. If you want to change the team member session expiration, you can only change it to eight hours or less.
• Trials will continue to default to a two-week expiration, which is updated to a 60-minute default after converting to a paid account.

Fixed:

• Verification for anonymous help center requests has been rolled out to pods 13, 15, 17, 18, 19, and 31 as scheduled on March 24.
• On March 26, 2026, Zendesk updated the sign-in flow to check for expired passwords before prompting for two-factor authentication (2FA), enhancing security and simplifying the user experience.

Copilot

Fixed:

• Intelligent triage: Repaired new intent recommendations

App Marketplace

New:

• Elvan (Support)
  • Elvan lets you automatically send beautiful CSAT surveys when Zendesk tickets are resolved or closed, and see all customer feedback in one place. Connect your Zendesk instance to Elvan once, then use Elvan to design surveys, schedule when they go out, and analyze results across teams and channels.
• Tidio (Support)
  • Tidio is an all-in-one, AI-powered customer service platform and live chat software designed for websites, particularly e-commerce businesses. It enables companies to engage visitors in real-time, automate support with chatbots (Lyro AI), and manage customer inquiries across channels like email, Facebook Messenger, and Instagram from one dashboard.

Zendesk QA

Fixed:

• Bug fix related to message size limit

Products with no updates this week

• Support
• Voice
• AI agents - Advanced
• AI Agents and Knowledge
• Messaging and live chat
• Analytics
• Zendesk Workforce Management (WFM)

Original source

This week's release notes include:

• Admin Center
• Copilot
• App Marketplace
• AI Agents and Knowledge
• Products with no updates this week

Admin Center

New:

• The sign-in flow will check for expired passwords before two-factor authentication. As part of this update, team members with expired passwords will receive the usual password-expiration emails, notifying them that their passwords will expire starting March 25, 2026.

Fixed:

• Starting March 19, 2026, to better protect our customers, Zendesk will begin rolling out a new workflow requiring anonymous end users submitting requests through the help center to verify their email address.

Copilot

New:

• The Admin Copilot EAP is a proactive AI assistant designed to help Zendesk admins streamline operations and optimize their environment. You can save time by using Admin Copilot to spot potential issues before they escalate, assist with creating new workflows, and resolve inefficiencies across your setup. Join the EAP here.

App Marketplace

New:

• Fields Director PRO (Support) (paid)
  • Fields Director PRO enables advanced Zendesk Administrators to manage ticket, user, and organization fields behavior for selected Agents. The app supports advanced configuration of the following features, like listing ticket fields that should have any value at every ticket submission, hiding/disabling/showing/enabling pre-configured ticket fields and/or ticket field values, hiding/showing pre-configured user fields, and more!
• Intent Detector (Support)
  • Intent Detector automatically identifies the customer's contact reason the moment a ticket is created in Zendesk. Requests are intelligently categorized and routed to the right team or agent, saving valuable handling time and reducing back-and-forth. Agents immediately understand what the customer needs — leading to faster first replies and shorter resolution times.
• Field Validator (Support) (paid)
  • Field Validator allows you to validate ticket fields using custom Regular Expressions (Regex). Prevent agents from saving tickets if fields like phone numbers, IDs, or custom codes don't match your required format.
• Zingtree for Complex CX (Support)
  • Zingtree for Complex CX helps Zendesk customers orchestrate complex, high-stakes support issues with accuracy, compliance, and confidence. It connects context from your data systems with guided decision logic inside Zendesk, giving agents the clarity to act fast and stay on policy. Turn complex issues into clear, step-by-step scripts and decision trees that guide agents through complex interactions. Use data from Zendesk and backend systems to adapt workflows, route cases, and trigger next-best actions. Apply business rules and guardrails to ensure every resolution complies with policy and is fully auditable.
• Attachment Redaction Tool (Support)
  • Attachment Redaction Tool helps agents bulk redact attachments from closed tickets within a selected date range. Agents can choose a start and end date, view closed tickets with attachments, and redact selected attachments with a single click.

AI Agents and Knowledge

New:

• Several popular Knowledge tools are now available to customers on all Suite and Knowledge plans:
  • Generative AI writing tools (previously required Co-pilot add-on) - Create, rephrase, and simplify content quickly using generative AI.
  • AI translation for articles (previously required Co-pilot add-on) - Generate AI translations for your articles.
  • Help center federated search (previously restricted to Enterprise plans) - Link your external content to your help center.
  • Flexible hierarchies (previously restricted to Enterprise plans) - Add up to five subsections to your help center sections, creating a deeper hierarchy for your content.
  • Article multiplacement (previously restricted to Enterprise plans) - Place your help center articles in multiple categories and sections across all of your brands.

Fixed:

• In iOS, when using Chrome to access Help Centers that use a Theme in v2 or v3, dropdowns close automatically when clicked.

Products with no updates this week

• Support
• Voice
• AI agents - Advanced
• Messaging and live chat
• Analytics
• Zendesk QA
• Zendesk Workforce Management (WFM)

Original source

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Copilot
• App Marketplace
• Analytics
• Zendesk QA
• Products with no updates this week

Copilot

Fixed:

• Improved the intent model accuracy for messaging channels.

App Marketplace

New:

• Article Feedback (Support)
  • Article Feedback helps you collect, organize, and act on detailed feedback from Help Center visitors. When users find an article unhelpful, they can provide specific feedback explaining what's missing, incorrect, or confusing. Article Feedback embeds in your Help Center articles to collect visitor feedback. View and manage all feedback from your Agent Workspace.
• Redirect Rules Manager (Support) (paid)
  • Redirect Rules Manager helps you create and manage URL redirects for your Zendesk Help Center. When articles are deleted or archived, you can set up redirects to guide visitors to the correct content and maintain SEO value.
• Roshi 128 (Theme)
  • Roshi 128 is a modern, versatile Zendesk theme designed for hobby brands focused on adventures and activities. With customizable homepage layouts, visual blocks, and a responsive design, it clearly showcases guides, FAQs, and support content. It's flexible and adaptable, working well across many niches and Help Center needs, making it a good fit for any service or brand.
• ChatGPT AI Writer by Macha (Support)
  • ChatGPT AI Writer by Macha helps you create faster and better replies in 80+ languages. Create complete replies with just a few words. Enable dictate mode to speak your response and let AI turn it into a polished reply. Reply, understand, or summarize in any language.
• Document Parser OCR (Support)
  • Document Parser OCR automatically converts PDFs, images, and scanned documents into searchable, actionable text. Swifteq Document Parser OCR automatically extracts text from PDFs, images, and scanned documents — then inserts it as a comment or updates ticket fields with specific data like invoice numbers, customer addresses, and order IDs. No more squinting at scanned forms or manually typing out data. Your team gets instant access to the information they need, right inside the ticket.
• LMS Conversation Simulator (Support)
  • The LMS Conversation Simulator app helps you to develop tailored training scenarios for various customer interactions. In this release, we've made the following improvements:
    • Better tracking and visibility with templates tab enhancements, drill-downs, and advanced filtering.
    • New controls, including pause and unpause, high-priority assignments, and multi-language support.
    • Improved AI performance with reduced hallucinations and a more consistent tone. Removed the one-minute manual delay.

Analytics

New:

• The new Essential tab in the Zendesk AI: AI agents dashboard is your go-to resource for monitoring AI agent performance. This tab delivers valuable insights into conversation volumes, escalations, customer satisfaction, and content reference usage, helping you better understand and optimize your AI support experience. See Analyzing activity for AI agents - Essential.

Zendesk QA

Fixed:

• Change from prompt library to prompt templates
• Released a change that disables data retention for all browser extension connections that are not tied to a help desk connection
• Fixed a bug for images pasted into review comments not being visible

Products with no updates this week

• Support
• Admin Center
• AI Agents and Knowledge
• Voice
• AI agents - Advanced
• Messaging and live chat
• Zendesk Workforce Management (WFM)

Original source

Release notes through 2026-03-06

Edited Mar 08, 2026

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Admin Center
• AI Agents and Knowledge
• Voice
• Analytics
• App Marketplace
• Zendesk QA
• Products with no updates this week

Admin Center

New:

• Restored the ability to copy and paste the Ticket ID in the new tabs experience under unified navigation.
• Resolved a status icon display issue in the Talk console.

AI Agents and Knowledge

New:

• We've updated the pipeline used by generative search in the help center and quick answers in Agent Workspace. They now use the same retrieval-augmented generation that underpins AI agents. Previously, some responses could feel narrow or inconsistent because they were primarily based on the first matching article returned by the search.

Voice

New:

• Improved voicemail transcription for APAC-based accounts. Zendesk accounts in the APAC region can now take advantage of Zendesk's new voicemail transcription model (previously released to other regions in January 2026), which supports voicemail transcription in 50 languages.

Fixed:

• Fixed an issue that caused call usage and exports to use different time zones. They are now aligned to PST.
• Fixed an issue where calls with recordings were not transcribed in some voicemail scenarios.
• Fixed an issue that allowed greeting uploads longer than 40 minutes, which could result in dropped calls.

Analytics

New:

• We've added new reports, filters, and visualizations for the real time monitoring dashboards. These include new SLA reports, filters to view ticket progress and inactive values, and a new percentile visualization. See About real time monitoring dashboards.

App Marketplace

New:

• Sharely (Support)
  Sharely transforms how support agents handle ticket attachments in Zendesk. Instead of downloading files to view them, agents can instantly preview documents directly within the ticket sidebar. The app automatically aggregates all attachments from ticket comments into a single, organized view with powerful features including zoom controls, page navigation, search functionality, and full-screen viewing.

• IBAM Enhanced messaging widget (Support)
  IBAM Enhanced messaging widget gives Zendesk admins a single place to configure and deploy a branded messaging widget. Change things like widget appearance controls (colors, labels, launcher position, and branding). A guided configuration keeps the setup consistent across teams. Embed token generation and regeneration for secure client-side deployment.

• Kanban Pro (Support)
  Kanban Pro transforms your long ticket list views into a clean board with drag-and-drop ticket cards. Drag-and-drop tickets to update status instantly. Customizable boards and columns for any workflow.

• Past Tickets AI Knowledge Base by Macha (Support)
  Past Tickets AI compares AI Solutions against your existing Zendesk Help Center and highlights missing articles, partial coverage, and outdated information — with confidence scores to guide action. Every AI Solution becomes a reusable knowledge block that can be reviewed, refined, and reused across the team — instead of being lost in tickets. AI Solutions can be published directly to your Zendesk Help Center, helping you turn solved support tickets into official documentation with just a few clicks.

• Ticket Classification (Support)
  Ticket Classification automatically categorizes incoming tickets into your own custom intents and topics, adding tags and updating custom fields — all without manual effort. Define the categories that matter to your business, and watch as AI intelligently classifies every incoming ticket — saving your team hours of manual triage work.

• Phrase for Support (Support)
  Phrase for Support allows agents to translate end-user and internal ticket comments using Phrase Machine Translation directly inside Zendesk Support. Translations are triggered manually by agents, giving full control over when and what content is translated.

• TicketSync Pro (Support)
  TicketSync Pro connects GitHub issues and pull requests to Zendesk tickets so support and engineering stay aligned. Link Zendesk tickets to existing GitHub issues. View real-time issue status. Receive internal notes in Zendesk when GitHub issues are closed or updated and when pull requests are opened against linked issues.

Zendesk QA

New:

• Insight usage display in AI prompt list page
• Shorten prompt category description in conversation view hover description

Products with no updates this week

• Support
• Copilot
• AI agents - Advanced
• Messaging and live chat
• Zendesk Workforce Management (WFM)

Original source

Copilot

New:

• Auto assist can now execute selected custom actions and action flows without agent approval. This helps agents working with auto assist save time and be even more productive. See About actions for auto assist and action flows.

AI Agents and Knowledge

New:

• The Knowledge agent now runs on the latest version of Zendesk’s RAG engine, delivering improved response latency and increased answer accuracy.
• Added additional reasoning fields to voice procedure agent messages in conversation logs, providing deeper visibility into how decisions are made during procedural flows.
• Additional improvements to how the procedure agent processes and utilizes session variables, resulting in more consistent behavior and improved context reliability across flows.
• Conversation logs now display the plan, reasoning, and knowledge sources behind each knowledge Agent response, providing greater visibility into how answers are generated.
• Improved handling of mid-procedure topic changes. When a user switches topics during procedure execution, agent handover and context transitions now occur more smoothly and reliably.

Agentic AI

New:

• Added a new capability in procedure builder to link between procedures or from a procedure to a dialogue

Fixed:

• Resolved synonym list timeouts and intermittent response failures (hanging).
• Fixed an issue where the knowledge agent (RAGA) could occasionally use incorrect context, which in some cases led to inaccurate or hallucinatory responses.

App Marketplace

New:

• InDesk AI (Support)
  • InDesk AI is an advanced automation platform dedicated to transforming customer service through state-of-the-art machine learning. Indesk AI integrates directly into your Zendesk sidebar to provide high-impact features, including predictive intelligence, automated workflows, knowledge integration, and helps ensure quality and consistency across your ticket replies.
• ZenNotification (Support) (paid)
  • ZenNotification delivers real time alerts for every important ticket activity. Get instant notifications when new comments, mentions, or status changes occur on tickets assigned to you. Easily enable or disable each of these alert types to match your preferences. Select which views are of interest, control the level of detail in each alert, and decide exactly what deserves your attention.
• Fields Director FREE (Support)
  • Fields Director FREE enables Zendesk administrators to manage ticket field behavior in a precise manner. List the required fields, hide/show/enable/disable pre-configured ticket fields, and ticket values. Display custom error text when ticket submissions are interrupted due to a missing required field, and more with this integration.
• commercetools by neteleven (Support)
  • commercetools by neteleven seamlessly integrates your commercetools store with Zendesk, providing support agents with a comprehensive view of customer orders directly within the ticket sidebar. Access up-to-date order details, including status, shipping information, and billing data, without leaving Zendesk. Eliminate the need for agents to switch between multiple tabs or systems, significantly reducing response times.

Products with no updates this week

• Admin Center
• Support
• Voice
• AI agents - Advanced
• Messaging and live chat
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

Original source

Check out what's new in the last month

• Support
• Copilot
• AI agents
• Objects and business rules
• Accounts and billing
• Security
• People
• Employee services
• Analytics
• Knowledge
• Messaging
• Voice
• Contact Center
• Workforce management

Also don't miss

• Zendesk early access programs
• What's new videos on YouTube

Support

• Lookup relationship field conditions in SLAs now allows creating SLA conditions based on specific lookup relationship field values in tickets. This provides greater flexibility for SLA policies without impacting existing SLAs. See About SLA policies and how they work.
• AI agent tickets will be automatically turned on by default for customers on specific pods, with the option to turn it off until May 4, 2026. After that date, the feature will be permanently on for all customers to provide full visibility into AI agent conversations. See Turning the AI agent tickets feature on or off.
• The ticket composer includes a spelling and grammar checker for agent replies, flagging potential errors and offering suggestions. This check helps your agents manage accurate and professional conversations with customers. Agents can customize the dictionary and proofread multiple errors at once for more efficient editing. See Checking spelling and grammar in ticket conversations.
• Admins can activate and deactivate the spelling and grammar checker for their entire account. See Activating and deactivating spelling and grammar checking.
• Private end-user attachments will require mandatory authentication for all file attachments uploaded by end users, enhancing security by requiring sign-in to view or download these files. Agent-uploaded attachments remain accessible without sign-in if allowed. The manual toggle for this setting will be removed by April 28, 2026, making this the default behavior. See Allowing end users to attach files to tickets.

Copilot

• Auto assist events are now logged. This allows admins and agents to view approved reply suggestions, completed actions, and their statuses in a ticket's events log and conversation. This enhances visibility into auto assist performance for better review and improvement. See Viewing all events for ticket updates and Using auto assist to solve tickets.
• Admins can pre-approve certain low risk custom actions and action flows for auto assist to execute automatically without agent approval. This feature helps improve agent productivity. Admins can pre-approve actions in procedures. See Understanding pre-approved actions for auto assist.
• Entity reporting has been added to the Intelligent Triage dashboard, providing full visibility into AI-detected entities in support tickets. This new dashboard helps track trends, identify workflow improvements, and completes AI detection reporting. See Analyzing your intelligent triage activity.
• Copilot generative AI writing tools are now available with capped usage for all Suite and Support Professional plans and above at no extra cost, providing five uses per agent per month to enhance ticket comment content. Usage is pooled across agents, with a dashboard for monitoring and the option to upgrade to the full Copilot add-on for unlimited access. See Copilot generative AI writing tools.

AI agents

• Sandbox provisioning for AI agents - Advanced simplifies working with advanced AI agents in sandbox environments by automatically provisioning a dedicated AI agent organization for testing without consuming automated resolutions. It also introduces AI agent cloning to streamline testing. See About Zendesk sandbox environments.
• The advanced email AI agents integration has been streamlined by basing the connection on subdomain and eliminating the need for an authorized user to send responses. This change frees up agent seats as AI agents now use an internal system user to send emails. See Connecting an advanced AI agent to email.
• Automatic integration between advanced AI agents and Zendesk messaging simplifies setup by automatically connecting advanced messaging AI agents to the Zendesk messaging channel for new customers. This includes automatic configuration of messaging integration, creation of messaging groups, and addition of AI agents to these groups. Customers can then set the AI agent as a default responder and manage its settings. See Automatic integration between advanced AI agents and Zendesk messaging.
• The AI Expert plan is being introduced as an upgrade for customers on legacy Ultimate and AI agents - Advanced plans, providing ongoing expert support, automation scaling, and continuous improvement without changing current subscription prices. See the announcement Upgrades to the AI agents expert plan.
• Instant AI agent answers in web forms displays AI responses immediately after a requester submits a web form, allowing faster issue resolution with feedback options to confirm if the issue is solved or needs escalation. See Understanding the customer experience for AI agents on the web form channel.

Security

• New permissions to view the audit and access logs are available for custom agent roles on Enterprise plans. This allows admins to assign targeted permissions for audit and access log viewing, enhancing security by reducing over-permissioning. See Creating custom roles and assigning agents.
• Global OAuth token expiration enforces automatic expiration of access and refresh tokens for new and inactive global OAuth clients, enhancing security by requiring refresh token flow. The deadline for local OAuth clients to adopt this flow is extended to April 1, 2027. See Working with OAuth refresh tokens in the developer documentation for implementation details.

Objects and business rules

• The legacy custom object data export tool enables administrators to export legacy custom object and relationship records to CSV, facilitating migration to the enhanced custom objects platform before the July 2026 sunset. See Exporting legacy custom objects using the data export tool.
• Relating custom objects to brands through lookup relationship fields is now possible. This enables better organization and management of brand-specific data within Zendesk. See Defining a custom object's schema with custom fields and Adding lookup relationship fields.

Accounts and billing

• Billing admins can instantly buy the Copilot add-on. Accounts that have limited access to Copilot writing tools can purchase the full Copilot add-on directly from the product interface. See Instantly buying the Copilot add-on.
• Launchpad includes categories that organize setup tasks by theme or purpose. A new Account basics category will highlight the essential steps new customers should complete after purchasing Zendesk. Launchpad is available on all Zendesk Suite and Support products, including Zendesk Customer Support Suite and Zendesk Employee Services Suite. See Using Launchpad to unlock the full potential of Zendesk.
• The Premier plan has been redesigned and renamed to offer enhanced technical expertise, consulting, 24/7 global coverage (English only), priority routing, and SLA-backed guaranteed response times. Key updates include the introduction of the Expert Access Catalog, unlimited Expert Access assessments, interactive workshops, and added technical strategy with a Technical Account Manager. These changes aim to help customers realize value faster, increase product adoption, and reduce downtime.

People

• Customers can restrict the visibility of custom user fields to agents in custom roles on Enterprise plans. See Setting view permissions for custom user fields.

Employee services

• Service catalog requests now support attachments. Attachments to requests submitted through the service catalog improve documentation of decisions and streamline request resolutions. Admins can enable attachments and set them as required or optional. See Adding services to your service catalog.
• Google Workspace connectors for action flows have been launched, introducing Google Gemini for AI-driven text analysis, Gmail for sending outbound emails, and Google Drive for file management automation. These connectors enhance automation and cross-platform integration within Zendesk. Additionally, the Google Sheet connector for action flow has a new step that lists spreadsheets so you can reference sheets created outside of the action flow. See Using Google Gemini actions in action flows, Using Gmail actions in action flows, Using Google Drive actions in action flows, and Using Google Sheets actions for action flows for more details.
• Approval requests enhancements provide increased character limits for subject (up to 500) and description (up to 2,500) fields, support for paragraph breaks, and the ability to generate direct links to approval requests for easier sharing and faster approvals. See Creating approval requests and Accessing, sharing, and withdrawing approval requests.

Analytics

• The quick answers analytics dashboard has been added to the Zendesk Knowledge dashboard. It provides insights into search volume, answer content, and customer feedback to help optimize knowledge bases and improve support efficiency. See Analyzing quick answers results.
• Goal conversion tracking is now available as part of the Messaging dashboard. This allows reporting and analysis of messaging goal conversions directly within a dashboard. You can view detailed metrics like total conversions, conversion rates, transaction values, satisfaction scores, and conversion times, filtered by various attributes. See Overview of the Zendesk Messaging dashboard.

Knowledge

• The quick answers theme updater tool lets you implement generative search in your help center theme without manually writing or modifying code. You can then review exactly what users will see when they perform searches before publishing the changes or deselecting the helper to leave your current experience untouched. See Automatically updating your help center theme for generative search.
• Web crawler setup has been simplified to allow customers to start crawling by providing just a start URL, without needing to specify a sitemap.xml or link to specific sources. It now supports automatic sitemap discovery, the ability to crawl up to five specific URLs instead of a full domain, and automatic source creation based on the crawler name. See Using a web crawler to index external content.
• The new request list experience is now generally available, offering enhanced filtering with combinable options, improved sorting by additional columns, and customizable column visibility in the help center. This update helps end users manage large numbers of requests more efficiently. See Submitting and tracking requests in the help center Customer Portal.

Messaging

• End users can now end a messaging session with a human or AI agent if they think no further real-time discussion is needed. See Allowing end users to end messaging sessions.
• Hiding the Web Widget composer (the text field for adding comments to a conversation) prevents end users from reopening closed messaging conversations. This feature is a prerequisite for allowing end users to end messaging conversations. See Allowing multiple conversations for your end users.
• Form messages now supports all social messaging channels, enabling structured data capture in conversational flows, including the "ask for details" step in AI Agents Essentials. Additionally, decimal and integer field types are added to forms for better data validation. See Template messages.

Voice

• Forwarding caller ID introduces a configurable option on phone lines to control the caller ID displayed on calls forwarded by IVR or overflow. This helps ensure compliance with telecom regulations and improves call deliverability by allowing admins to choose between the caller's number, Talk number, or Talk number for anonymous calls. See Configuring caller ID.

Contact Center

• Contact Center extensions introduce business unit controls for holidays and emergency closures, voicemail captured as tickets in Zendesk, and back office direct routing to agents. These features simplify administration and improve voice operations management. See Creating and configuring contact center business units, Configuring voicemail in Contact Center, and Configuring number assignments and voicemail for direct agent routing.

Workforce management

• Forecast scenarios in Zendesk WFM enables creating, comparing, and selecting multiple forecast versions to improve planning flexibility, transparency, and staffing efficiency. See Viewing and managing forecast scenarios.
• Unified agent status synchronization in Zendesk WFM enables real-time synchronization of agent statuses from omnichannel routing. This improves adherence accuracy, simplifies workflows, and centralizes presence tracking. See Unified agent status synchronization for Zendesk WFM.
• Improved time off reporting and management in Zendesk WFM. Zendesk is improving how time off works in WFM to ensure recorded hours better match an agent's actual paid time. See the announcement for Improved time off reporting and management.

Original source

Admin Center

New:

• Updated the login experience for agents and end users who have two-factor authentication (2FA) turned on. They'll now be guided through the process of resetting an expired password before being prompted for 2FA.

Voice

New:

• The Zendesk Voice AI Agents EAP is now available for Zendesk Voice with the AI Agents Advanced add-on. It's now possible to automate end‑to‑end phone support with human‑like, real‑time conversations. From greeting and intent capture through triage, resolution, and wrap‑up while running generative procedures or API actions and preserving full context for seamless escalation to live agents. See Creating an AI agent for the voice channel (EAP).

Copilot

New:

• A set of capped Copilot capabilities is being introduced to Suite, Support, and Employee Services Professional plans and above at no additional cost. Beginning with the generative AI writing tools feature, each of your team members will receive five uses of the writing tools per month to help enhance the content of their ticket comments.

AI Agents and Knowledge

New:

• We introduced the ability to navigate back to the Copilot procedure list page in Knowledge admin from an open procedure editor.
• You can now link directly from the Welcome reply to a procedure, enabling structured entry flows such as authentication, data collection, and IVR-like routing.
• The caller’s number is now available as a sanitized variable for use in custom integrations, enabling validation and authentication flows.
• Session variables can now be shared across agents to maintain conversational context.
• Enhanced stability when managing extended session context within the Voice verbalizer.

App Marketplace

New:

• Ticket Fields AI Assistant by Macha (Support)
  Ticket Fields AI Assistant by Macha helps you automate ticket field entry, resulting in less manual work, faster triage, and cleaner data. As new tickets arrive, Ticket Fields AI reads the message and instantly fills your defined fields. Admins can add custom instructions for each field or let the AI decide based on context. The app supports drop-downs, text fields, date fields, checkboxes, and number fields, ensuring your most important data points stay accurate.
• Smart Amazon Connect Contact Centre (Support)
  Smart Amazon Connect Contact Centre integrates Amazon Connect with Zendesk, allowing agents to manage voice interactions directly within Zendesk. Agents can handle calls without switching between applications, ensuring faster response times and better visibility into customer context.
  The integration automatically links call activity to Zendesk records, helping teams accurately track customer interactions and maintain a complete communication history.
• Instatus (Support)
  Instatus makes status page software that helps companies tell their customers about service uptime, incidents, and scheduled maintenance. We make it easy for businesses to keep customers informed when things go wrong or when maintenance is happening. This app connects your Instatus status page to Zendesk, so your support team can see what's happening with your services right in the ticket sidebar. When you open a ticket, you'll see any active incidents or scheduled maintenance displayed in the sidebar. This helps you quickly determine whether a customer's problem is related to a known issue.

Zendesk QA

New:

• We've added prompt anomaly Indication to AI insights. See About AI insights in Zendesk QA.

Products with no updates this week

• Support
• AI agents - Advanced
• Messaging and live chat
• Analytics
• Zendesk Workforce Management (WFM)

Original source

See the What's New section for an overview of what was released last month.
This week's release notes include:

• Support
• Admin Center
• Copilot
• AI Agents and Knowledge
• Zendesk QA
• Zendesk Workforce Management (WFM)
• Products with no updates this week

Support

New

• Search now has more granular filters in the suggested filters in the search menu. Click the high-level filters to access more.

Fixed

• Requests to GET /api/v2/users/me.json with invalid credentials now return 401 Unauthorized (previously returned 200 OK).
• Corrected an issue with follow-up tickets so that they inherit the support address value from the previous ticket, so that emails will be sent from the expected address.
• Corrected two issues with printing tickets. Uppercase characters were printing as lowercase, and large blank areas were being rendered.

Admin Center

New

Expanded the EAP for unified navigation to now include non-agent workspace accounts, and added analytics to the EAP so it now reflects the unified navigation experience.

Fixed

Support

• Restored type-ahead search in the profile menu within unified navigation.
• Fixed icons that were disappearing in sidebar navigation.
• Fixed an issue where agents couldn’t drag and drop certain attachment types into a side conversation in the context panel when unified navigation was enabled.

Admin Center

• Improved Admin Center search by reducing fuzzy matches for section headers and subheaders.
• Fixed an issue that would cause banners to appear duplicated in Admin Center when the EAP was enabled.

Knowledge

• Fixed an issue in Knowledge admin where the save button and revision status could disappear when switching languages.

Copilot

New

• Admins and agents can now view certain auto assist events in the ticket events log in the Agent Workspace.

Fixed

• Intelligent triage: Improved visibility of Intents conflicts by analyzing intents by showing a loading in the intents list

AI Agents and Knowledge

New

• Subdomain Connection with AIAA and Email Integration is now based on the system user instead of the authorized user, as previously seen. Connection of accounts will be based on the main account ID/subdomain
• Starting February 10, 2026, customers who buy AI agents – Advanced will have their advanced messaging AI agents automatically connected to Zendesk Messaging. The integration is configured based on the account subdomain, a messaging group is automatically created, and new messaging AI agents are automatically added to that group. Any subsequent AI Agents can be added by manually creating an AI agent and assigning the required organization.
  The Object type is not supported in the AI agents - Advanced integration builder.
• A powerful no-code tool for implementing generative search is now available. Knowledge admins can now leverage quick answers in their help center theme without writing or modifying code.

Fixed

• Fixed a bug that prevented cloning within the same organization

Zendesk QA

New

• Added a new category to the calibration dashboard

Fixed

• Fixed a time tracking error when dual write fails

Zendesk Workforce Management (WFM)

New

• Forecast Scenarios: Customers can create customizable sets of forecast parameters to experiment with multiple configurations, compare their results, and select the most suitable one as the active scenario.

Products with no updates this week

• AI agents - Advanced
• Messaging and live chat
• Voice
• Analytics
• App Marketplace

Original source

Admin Center

New:

• We’re making some changes to the default behavior of new global OAuth clients so that access and refresh tokens automatically expire. Additionally, the current deadline for existing local (non-global) OAuth clients to adopt the refresh token flow has been extended to April 1, 2027. See Working with OAuth refresh tokens.
• As a result of the removal of Password access for APIs, customers who were previously ineligible will now be enrolled in two-step verification (2SV). Between February 23 and March 5, 2026, all newly eligible customers with Zendesk authentication turned on will be enrolled in 2SV.
• Zendesk is extending permissions for viewing access and audit logs beyond the admin role to include custom roles. Previously, only admin users could audit system activity by accessing these logs. See Creating custom roles and assigning agents.

Updates to product navigation

Support

• Fixed an issue where top navigation apps displayed only the app name and an 'X' button.
• Fixed an issue related to Top‑bar navigation where several apps (Aircall, Five9, Amazon Connect, and other third‑party apps) failed or behaved incorrectly, restored full app popouts, foreground/focus/notification handling, and control‑panel loading.
• Fixed right‑click/context‑menu paste not working in search (search field losing focus or closing).
• Fixed a search-bar UI bug where the bar closed immediately when clicking or using paste.

Admin Center

• Fixed an issue preventing options from opening in a new browser tab (impacted workflows that require checking multiple triggers/automations in separate tabs).
• Fixed an issue in Unified Navigation that prevented opening admin options (e.g., triggers, automations) in new tabs/windows, and restored multi‑tab workflows for checking multiple settings simultaneously.

Knowledge

• Fixed an issue where the "Edit article" button was not visible to agents when viewing Knowledge Base articles.
• Fixed an issue where switching brands in Knowledge with the (new navigation) redirected to the Knowledge articles admin page instead of keeping the Help Center view.
• Fixed an issue in Knowledge admin where the Save button and revision status could disappear when switching languages, risking loss of unsaved changes and requiring a refresh.

Copilot
New:

• You'll now have the ability to insert public help center articles and published procedures into an existing procedure. See About help center content in procedures and Creating procedures for auto assist.
• You can now access entity reporting directly within the Intelligent Triage dashboard in Analytics. See Analyzing your intelligent triage activity.
• Added support for the Facebook Message ticket channel.

AI Agents and Knowledge
New:

• Improved request list experience in help center is GA: Help center announcement
  Fixed:
• Sandbox Provisioning - A new capability to provision Sandbox orgs and AI agents is now available for all new customers of AI Agents Advanced
• Fixed a bug that caused system action in the AI agents - Advanced conversation log to appear as deleted actions.
• Fixed multiple visual and validation errors in the AI agents - Advanced segment configuration modal.
• Fixed a bug that resulted in saving errors for AI agents - Advanced dialogues, if they contained conditional blocks using segments.

Voice
New:

• The Voice call bar, the call controls located at the top of the ticket during the call, has been updated. In addition to a sleeker design, we added a blinking icon to show when the call is being recorded.

Analytics
New:

• We've added a new quick answers dataset and quick answers tab to the pre-canned Zendesk Knowledge dashboard.
• We've updated the functionality for reporting on tags. Moving forward, only the functions INCLUDES_ALL and INCLUDES_ANY are supported for use with tags in reports.

App Marketplace
New:

• Aisera Assist (Support)
  • Aisera Assist works with existing solutions to deliver an end-to-end AI Service Experience for customers. AI Customer Service provides omni-channel integrations through Conversational AI, NLU Search, and unsupervised NLP to speed remediation of knowledge requests and automate the resolution of tasks and actions. Aisera's Assist product brings intelligent automation to classify and route high volumes of tickets, improve resolution times, and user satisfaction. Assist empowers agents by recommending similar tickets, knowledge articles, and next-best actions.
• Ascend (Support)
  • Ascend is a full-featured UCaaS solution that combines cloud PBX voice, chat, business SMS, video conferencing, file sharing, and contact center into a single platform. Seamlessly integrate key functionalities of Ascend into Zendesk to increase employee productivity and deliver a more personalized experience. Easily place calls using Ascend directly within Zendesk, pull up existing customer tickets on incoming calls, and quickly create support tickets for existing customers.

Zendesk QA
New:

• For custom prompt testing, we now have session-based prompt test history available. This lets customers view versions of prompts during testing and select the best one to go live with.
• When in a Prompt Testing session, you edit a prompt and click Validate, a new prompt version is recorded along with its evaluation results (match rate and any manual assessments)
• You can view earlier versions and their evaluated results, then choose the most suitable prompt to create.

Products with no updates this week

• Support
• AI agents - Advanced
• Messaging and live chat
• Zendesk Workforce Management (WFM)

Original source

Check out what's new in the last month

• Support
• AI agents
• Copilot
• Objects and business rules
• Accounts and billing
• People
• Messaging
• Voice
• Contact Center
• Analytics
• Security
• Workforce management
• Developers
• Notable content

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• New customization options for columns in search results allow agents and admins to add or remove columns in the search results table, tailoring views to individual workflows with up to 10 columns per object type. Customizations persist until logout, cache deletion, refresh, or browser close. See Searching Zendesk Support data for more information.
• The updated ticket preview experience in views includes a new accessible Side Panel option alongside the default Tooltip. The Side Panel is keyboard- and screen-reader-friendly, shows key ticket fields and recent conversations, and improves accessibility and usability for agents using assistive technologies. See Accessing and working with tickets in a view.
• Improved bulk actions in views enhances reliability and safety by recording each ticket's last-updated timestamp during bulk updates. If a ticket is modified during the update, it is skipped to prevent unintended changes, while other tickets continue processing. See Managing tickets in bulk.
• Updates to printing tickets now allows inclusion of side conversations, printing without internal comments, and displaying ticket priority. It also highlights potential timeouts with tickets having excessive comments or side conversations. See Printing Tickets.

AI agents

• (Advanced) In the dialogue builder, you can now search for specific content. Quickly find exactly what you need across your entire dialogue, with support for case-sensitive and whole-word matching. The search functionality spans all block input fields, including drop-down selections and attached actions, making it easy to search even complex conversation flows. See Searching for content within a dialogue.
• (Advanced) You can now review information about API calls that take place during conversations between your AI agent and customers. This information includes when the calls were made and details of the calls, including request and session parameters, the response, any errors, and more. This information is especially useful for troubleshooting. See Reviewing API integration information.

Copilot

• Intent quality recommendations are now available in intelligent triage to help you identify and resolve overlapping or duplicate intents affecting accuracy. You can review flagged issues with context, refine intent definitions, and apply fixes directly in the Intent page. This update simplifies maintaining intent accuracy as your intent library grows. See Improving intent quality with personalized recommendations.
• AI-generated procedure drafts are now included in enhanced procedure recommendations for Copilot admins, offering up to three new drafts weekly based on common support issues and existing knowledge. These drafts can be reviewed, edited, and published directly from Admin Center to improve auto assist setup and efficiency. See Reviewing and publishing AI-generated procedures for auto assist.
• Group-level permissions for Copilot features have been introduced for enhance writing, similar tickets, and merge suggestions. This allows admins to assign AI feature access by group, improving control, security, and tailored usage. See Turning on the enhance writing generative AI feature, Turning on merging suggestions for tickets, and Turning on similar tickets.
• Public help center articles and published procedures can now be inserted into existing procedures for auto assist. Inserting a help center article in a procedure emphasizes its importance to auto assist. Adding another procedure within a procedure allows you to link procedures together. See About help center content in procedures and Creating procedures for auto assist.

Objects and business rules

• Custom object templates allow admins to quickly create common types of custom objects like Contracts, Orders, Products, Projects, and Subscriptions using pre-built schemas and relationships, simplifying setup and customization. See Custom object templates reference.
• Custom object fields can now be required, meaning a value must be present when creating or updating that object's records. This ensures essential data is captured, improving data quality and consistency across records. See Defining a custom object's schema with custom fields.
• Action credits and usage monitoring have been introduced for action flows in Zendesk. With some exceptions, each executed action consumes an action credit. Currently, action credits aren't enforced and monitoring data is for informational purposes only. Starting April 15, 2026, plan-specific monthly and annual limits will be enforced. Additional credits can be purchased as needed. See Monitoring the usage of action credits.
• Enhancements to custom actions for auto assist and action flows add support for the following input data types: Boolean, date, datetime, and arrays of all supported data types for inputs. Additionally, accept headers are now supported in custom actions' API configurations. See Creating custom actions for auto assist and action flows.

Accounts and billing

• Support admins can now self-manage their access to all product areas, while non-Support admins can manage access only in areas where they are admins. This change ensures consistent access control and reduces reliance on the account owner. See Setting roles and access in Zendesk Admin Center.
• A Zendesk Suite + Copilot bundle is available for purchase with Suite Professional and above plans. This bundle includes both Zendesk Suite and the Zendesk Copilot add-on at a discounted price. See About Zendesk add-ons.

People

• CSV Export is a new granular permission for Enterprise custom roles that allows admins to restrict agents in custom roles from exporting CSV files, enhancing data security. See Creating custom roles and assigning agents.

Messaging

• Redesigned messaging notifications include a revamped notification tray in the ticket interface, transforming it into a centralized event center with filters, chronological order, read status indicators, and aggregated updates. This new UI enhances agent awareness of conversation updates. See Using the notifications list to manage conversations.
• Messaging triggers are now supported across all Zendesk-supported social channels, including WhatsApp, Facebook Messenger, and Instagram DMs. This allows triggers to evaluate messages and perform actions based on configured conditions for these channels. See Creating messaging triggers.

Voice

• The voicemail transcription model has been upgraded to provide faster transcriptions within 15 seconds, support 35 languages, and integrate with Zendesk Copilot for enhanced ticket routing and analysis. Transcripts are now added as internal system notes, with a new pricing of $0.01 per minute, and data processing is available in the US and EU regions. See Turn on voicemail transcription for a phone line.

Contact Center

• Real-time AI suggestions in Contact Center with Copilot gives call center agents assistance during live phone calls. The feature transcribes calls in real-time, uses the transcript to understand call intent, and searches help center articles to provide relevant suggestions, helping agents resolve issues faster and more accurately. This feature requires the Copilot add-on, call recording, and real-time transcription, and is available only on Zendesk infrastructure. See Using real-time AI suggestions in Contact Center.

Analytics

• Explore light agent permissions have been expanded for Enterprise plans. Light agents can now be granted permissions to manage reports and dashboards or have their Explore access removed entirely, providing admins greater control and flexibility. See Giving users access to Explore.
• Brand-based permissions and expanded dashboard restrictions allow admins to control analytics data access by brand, enabling agents to see only their brand's data. Dashboard restrictions now support more dynamic attributes and increased limits, enhancing data governance and scaling dashboard access safely. See Giving users access to Explore.
• Full edit access to legacy custom dashboards has been extended through December 31, 2026, and legacy prebuilt dashboards will be retired on February 18, 2026, as we continue the transition to the new analytics dashboard builder.

Security

• Admins can require authentication specifically for files uploaded by end users. The private end-user attachments setting helps prevent unauthorized access to customer-provided files, while still allowing customers to easily access files sent by your agents. See Allowing end users to attach files to tickets.

Workforce management

• Zendesk WFM agent team schedule now allows agents with permissions to view their colleagues' published schedules within their scope via a new tab in the Agent schedule. Admins can turn this feature on by assigning the new Team schedule permission in WFM roles and permissions. See Viewing and managing your schedule as an agent.

Developers

• The Bookmarks API now excludes archived tickets to improve performance and ensure consistency across the platform. This change speeds up view loading times and aligns the API with Zendesk's ticket archiving practices. No action is needed unless your application expects archived tickets from this API. See Archived tickets.

Notable content

• A new tutorial shows you how to use AI to edit articles in your help center to improve their clarity and readability. See Editing help center articles with the Zendesk and OpenAI APIs.

Original source

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Support
• AI Agents and Knowledge
• Voice
• App Marketplace
• Products with no updates this week

Support

New:

• We're adding three new abilities to the print tickets feature:
  • Include side conversations (Zendesk plans that include side conversations only)
  • Print without including internal comments
  • Include the ticket’s priority
• The original recipient address is now included on follow-up tickets
• We've introduced a redesigned notifications experience for messaging conversation updates. This notification center will serve as a centralized hub to keep agents up to date on new conversation assignments, new end-user replies, and @mentions from other agents.

AI Agents and Knowledge

New:

• We've added new API integration observability improvements in the conversation logs for AI agents - Advanced.
  Fixed:
• Fixed a bug that caused the segment labels to break in the dialogue builder if an AI agent had more than 100 segments.
• Entities presets functionality was fixed
• Entity detection on email was fixed
• Fixed navigation from procedure builder to use case details or use case overview page
• Fixed a bug within AI-generated procedures for Copilot auto assist that used "unavailable" actions

Voice

New

• Enhancements to the voicemail transcription model used by Zendesk Voice. This update makes voicemail transcriptions significantly faster and expands transcription language to 35 new languages. Additionally, voicemail transcripts can now be processed by Zendesk Copilot.

App Marketplace

New:

• Isara (Support)
  • Isara connects seamlessly with Zendesk to automatically analyze every customer conversation in real time, turning support tickets into actionable intelligence for your entire organization. Monitor critical conversations as they happen. Pulse detects frustration signals, escalation risks, and urgent issues in real time. Insights automatically surfaces recurring issues, product gaps, and feature requests across your entire support history. Analyze conversation patterns and deliver specific recommendations for product fixes, agent coaching opportunities, help center improvements, and process optimizations.
• Simplesat (Support)
  • Simplesat adds one-click CSAT, CES, or NPS surveys to Zendesk email triggers in minutes. Simplesat works with Zendesk event-based triggers or time-based automations. By inserting your survey into existing notifications, you avoid sending extra emails to customers. You can even sync Zendesk ticket details with customer feedback, including thingsl ike private comments and tags.
• EdgeTier Integration (Support)
  • EdgeTier is an AI-powered conversation intelligence platform that integrates seamlessly with your Zendesk data. By analyzing every ticket, chat, and conversation in real time, EdgeTier identifies issues as they emerge, automatically reviews conversations for quality, and surfaces actionable insights for your team.
• Thank You Autosolve GPT by Ino Studio (Support)
  • Thank You Autosolve GPT by Ino Studio uses advanced AI (GPT) to detect when customers send simple thank-you or acknowledgment messages that reopen solved tickets. When detected, the app automatically sets the ticket back to solved, keeping your queue clean and reducing agent workload for non-actionable ticket reopens.

Products with no updates this week

• AI agents - Advanced
• Copilot
• Messaging and live chat
• Mobile
• Analytics
• Zendesk QA

Original source